Weld County Government Program Resource Specialist in Greeley, Colorado

Days and hours will vary, Monday-Friday, 8:00am-5:00pm, paid monthly.Requirements: Successful completion of an Associate's degree. Four years full time business or clerical experience in an officeenvironment which includes extensive customer service, telephone use andcomputer experience that includes data entry and Windows based navigation. Two years experience determining eligibility for public assistance programsin the Colorado Benefits Management System. Primary work location will be the Greeley Office, but employees mayperform work at any Weld County eligibility office.Substitutions for Work Experience: Candidates that do not have eligibility determination experience, may beselected for the Income Maintenance Technician Trainee program as an IncomeMaintenance Technician Trainee. Successful completion of the IncomeMaintenance Technician Trainee program and demonstrable ability to performas a Technician may substitute for the experience in determining eligibility. Successful completion of a Bachelor's Degree may substitute for up totwo years of the required work experience but not the experience determiningeligibility. Must pass Human Services background checks. Must possess ability to keyboard at 35 words per minute. Ability to enter data into several different computer programs. Abilityto learn and apply new computer skills on a regular basis. Knowledge ofcomputer programs such as Microsoft Windows and Word, Excel, and Outlook. Ability to read and comprehend instructions, correspondence anddepartment policies and procedures. Ability to write correspondence. Ability to effectively communicate in one-on-one and small groupsituations to customers, clients and other employees of the organization. Ability to adapt to fast paced, high volume and ever changing workenvironment and be able to handle high stress situations. Adhere to strict confidentiality guidelines and appropriate release ofinformation. Must occasionally lift and/or move up to 25 pounds.Duties: Perform as an information resource on rules and regulations forpublic assistance programs such as Food Assistance, Medicaid, ChildCare, Adult Financial, Long-Term Care and Colorado Works, to eligibilitytechnicians. Assist technicians in improving performance by offeringcoaching and identifying additional needs for training. Perform as an expert on Assistance Payments programs, providingclarification on rules, policies and procedures. Troubleshoot with staffand provide direction on resolution for complicated cases. Analyze casesfor data entry errors and for statewide computer system errors. Work withthe appropriate staff to communicate data entry errors and to identify anytraining needs for staff. For statewide system related errors, submit ahelp desk ticket (HDT) to the State of Colorado Help Desk. Monitor andfollow up on all HDT to ensure timely and final resolution. Responsiblefor managing the HDT log. Resolve complicated or escalated customercomplaints and issues. Work through system issues with staff and ifunresolved, escalate to supervisor. Work with technicians to identify areas of concern or need for additionaltraining and performance coaching. Provide training and performance coachingto staff members within the division. Identify areas for improvement andoffer recommendations to Training and Quality Assurance Supervisor foradditional training needs. Complete all system merges. Communicate to the appropriate staff on theneed for the merge and identify training that may be needed to assist inminimizing or eliminating the need for system merges. Participate in statewide meetings and webinars as it relates to eligibilityprograms, statewide computer system issues and pre-and post builds.Communicate to the appropriate staff the outcomes of these meetings andwebinars. Participate in statewide computer system testing of new systembuilds before final rollout statewide. Assist trainers with the creationand modification of desk aides and present to staff on statewide compute